Discuss performance often

Effective coaching occurs through conversation. Below are key characteristics of effective performance coaching and feedback conversations:

        They are dialogues, not monologues

        They occur regularly, rather than being reserved for formal reviews

        They are balanced – address strengths as well as concerns

        They are collegial and conducted with respect, both in words and non-verbal behavior

Performance Conversation Tips:

Giving Feedback

        Be timely – give feedback as close to the event as possible

        Be specific and give examples – avoid broad generalities

        Focus on actions and their impact, not personality judgments

        Partner to find solutions rather than assign blame

        Provide a balance of feedback about what’s working and what can be improved

        Maintain an adult-to-adult tone rather than a parent-to-child tone

Receiving Feedback

        Avoid taking feedback too personally

        Remain non-defensive

        Consider how the feedback may be helpful

        Accept compliments

        Ask for specifics and examples

        Listen actively

o        Listen to understand, rather than to respond

o        Ask questions for clarification when needed

o        Summarize the feedback in your own words to be sure you understood the message as it was intended

        Remain involved – you are a partner in the conversation

2.  Appreciate and Acknowledge

        Pay attention – catch people in the act of doing great things

        Attach praise to meaningful results

o        Instead of just “good job”, try “the solution you offered helped us to avoid a potential problem and exceed the client’s expectation.”

        Thank people in person

o      Use other forms of acknowledgement to supplement an in-person thank you, not to replace it

        Celebrate successes

o       Take time to celebrate small wins along the way to your goal (This can re-energize and motivate continued commitment to success)

 3. Address concerns and solve problems

Suggested conversation steps when addressing performance concerns or problems:

1. Present your view of the problem

If the problem is a concern you have about the employee’s actions, use the Action-Impact format to present your concern.

Action-Impact Format:

o        State the Action you observed

o        Describe the Impact the action had on results

2.    Invite and hear the employee’s view of the problem

o        Listen non-defensively and seek to understand the employee’s perspective

3.  Identify a definition of the problem that is agreeable to both of you

4.    Brainstorm possible solutions

5.      Agree on a strategy to implement

6.      Schedule a follow-up meeting to check the success of the strategy